Frequently Asked Questions
Q: How long will it take for delivery?
A: Standard In-Stock orders typically ship out within 2 to 3 business days. Customized or Special Order items may require additional processing time. Please refer below to the special order items section to know more.
Depending on your proximity to our distributors or manufacturers, your order may take 1 to 10 business days to be delivered. All delivery times are approximations.
Q: Can I cancel my order?
A: Should you wish to cancel your order, we will need to receive an email from you as soon as possible. We will try our best to stop the shipment. If our distributor or manufacturer is processing the order, we cannot guarantee that the order can be canceled. If we cannot cancel an order because it has shipped, we will refer you to our Item Returns Policy.
Q: Can I change my order?
A: Yes, you can change your order within 24 hours of placing it, subject to the order not being sent out for delivery. Please call, chat or email us at the earliest. Online orders that have been changed will not reflect in your account. You can also email us to cancel your order, if you would like to re-order online only, subject to the same conditions.
Q: Can I return my order?
A: Only standard stock items, unused and in their original packaging, may be returned within 30 days from the receipt of your order. Customized or Non-Standard items cannot be returned. Products not meeting these parameters will not be accepted. Please see our Terms and Conditions for additional information.
Shipping Q&A
Q: What is a Common Freight Carrier?
A: These are companies that specialize in heavy freight shipments. Typically they move products by the skid load via a transport truck. Zanduco uses them to transport items like gas ranges or fridges. On our site we have identified the items that must ship via a Common Freight Carrier with this icon. Please be reminded that the transport drivers do not unload their own trucks. You must have the proper equipment and personnel available at the time of delivery.
Q: What is Tailgate/Liftgate Fee? Why is it required?
A: This fee only applies to items being shipped via a Common Freight Carrier and is charged when the Ship-To Address does not have a truck-level receiving dock. For Tailgate shipments, the driver will only lower the product to the ground. Please be reminded that the transport drivers do not unload their own trucks. You must have the proper equipment and personnel available at the time of delivery. This fee applies to both commercial and residential addresses.
You must check this fee when you do not have a truck-level receiving dock.
Q: What is the definition of a Residential Address?
A: A Residential Address is defined as any home, apartment, or dwelling where people reside, regardless of the location being used for a commercial business. Typically Freight Carriers will call prior to attempting delivery to a residential address.
Q: What is the definition of a Business or Commercial Address?
A: A Business or Commercial Address is defined by our Freight Carriers as a location which is zoned as commercial real estate and is operating a commercial business. They typically have tractor-trailer access and a truck level receiving dock.
Q: What are Special Order Items?
A: They are items that are typically shipped directly from a manufacturer or distributor and require additional lead times in the order process. Special Order Items usually have various options and / or customizations which need to be built according to the specifications selected at order placement. Lead times for these types of items can be extensive and dependant on multiple variables such as, the geographic location of the factory, which in some cases may be off shore; distributor order frequency; and parts availability. It is not unusual to see Special Order Items require 90+ days to be shipped to you.
When deciding to purchase a Special Order Item, please contact us first so that we may inform you as to the approximate ship date.
As Special Order Items are usually built to order, cancelation of these types of orders will not be accepted without accruing heavy fees which depending on the product can be more than 50% of the original purchase price.
Again, do not hesitate to contact us to ensure that all your questions are answered prior to your purchase.
